This paper presents an empirical contribution to the quality of business process reference models, a tool used within enterprises for knowledge management and business process management. Quality in this case is defined as the existence of user desired attributes. The primary goal of the case studies was to examine user opinions of the quality attributes of reference models. The paper concludes that consistency and completeness of the model and access to feedback mechanisms are amongst the most critical attributes of reference model quality. New concepts such as a terminology-matching-dictionary and the dimension of economic efficiency of use are also introduced.